Assistant Manager, Event Management and Ticketing

Job description

Duke University: Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries. Be You. At Duke, we celebrate individuality and the unique perspectives that each member of our community brings. As the Assistant Manager, Event Management and Ticketing , you will play a critical role in creating exceptional experiences for students, faculty, staff, patrons, and community members attending performances, cultural events, and special programs across campus. You will join a collaborative team dedicated to delivering outstanding customer service, supporting vibrant arts and cultural programming, and ensuring seamless ticketing and event operations. Your expertise in event management, technology, customer engagement, and team leadership will help connect people to meaningful experiences that enrich the Duke community. Be Bold. The Assistant Manager, Event Management and Ticketing serves as a key operational leader for the Duke University Box Office. This role combines ticketing system administration, event setup and management, customer service excellence, student employee supervision, training development, and operational process improvement to support a wide variety of performances and events across campus. What You'll Do Lead Box Office Operations and Customer Experience (25%) As an operational leader, you will manage and support daily Box Office activities to ensure efficient, accurate, and customer-focused service delivery. You will: Oversee ticket sales operations including in-person, telephone, mail, and online transactions. Manage customer service interactions and resolve ticketing and event-related inquiries. Collaborate with event staff and campus partners to coordinate ticketing logistics and front-of-house readiness. Monitor payment handling procedures and daily operational workflows. Support staffing needs and operational coverage during business hours and events. Serve as a resource for patrons by providing accurate information and assisting with ticket purchases and resolving ticket-related issues. Manage Ticketing Systems and Event Configuration (25%) As a ticketing operations specialist, you will build, maintain, and optimize event configurations and ticketing technology platforms. You will: Configure and maintain ticketed events, including reserved seating and general admission events and manage system user permissions and security settings. Design and implement ticketing setups, promotions, pricing structures, and access configurations while maintaining ticketing websites and event pages using established branding and operational standards. Create, review, and proof ticket designs and event information. Generate and support ticket sales reports, attendance tracking, audits, and revenue reconciliation activities. Assist with system enhancements and operational improvements that support efficiency and user experience. Supervise and Develop Student Employees (20%) As a people leader, you will recruit, train, schedule, and mentor student employees who support Box Office operations. You will: Lead student employee hiring, onboarding, scheduling, and performance support. Ensure compliance with PCI-DSS credit card security requirements and ADA accessibility standards by maintaining student training records and documentation. Communicate operational updates, policy changes, and event-specific requirements to student staff. Develop Training Resources and Client Support Programs (15%) As a trainer and resource partner, you will support campus clients and stakeholders utilizing Box Office services. You will: Create and maintain training materials, guides, and documentation. Train departmental stakeholders on ticketing software, web-based tools, and operational processes. Consult with constituent organizations regarding ticketing setup, event management, and website maintenance. Ensure training resources remain accurate, accessible, and aligned with operational best practices. Drive Operational Excellence and Compliance (10%) As a process improvement partner, you will help maintain effective, compliant, and efficient business operations. You will: Implement and support process improvements that enhance operational efficiency and service quality. Maintain accurate operational records, manuals, procedures, and documentation. Interpret and apply institutional policies, directives, and regulatory requirements. Communicate operational changes and procedural updates to appropriate stakeholders. Support compliance with university financial controls and data security standards. Support Strategic and Organizational Priorities (5%) As a collaborative team member, you will contribute to departmental and university initiatives. You will: Participate in special projects and cross-functional initiatives. Support departmental, divisional, and university goals. Perform additional responsibilities as assigned to meet evolving operational needs. Applicants must have flexibility to adhere to required scheduling of combination of weekdays during box office business hours and nights and weekends for events as assigned. Box office staff are required to wear business casual attire, black in color at all events. Box office staff are required to work up to 10 events per month on nights and weekends. The average event shift is 3-5 hours. Work assigned events scheduled 2-4 weeks in advance. What You'll Bring R equired Qualifications Minimum Education Work requires communication, analytical, and organizational skills generally acquired through completion of a bachelor's degree program. Minimum Experience Work requires one year of experience in the arts, special events, conference planning, student activities or a related field. OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE. Preferred Qualifications Experience working in a ticketing, Box Office, performing arts, live events, or venue management environment. Two years of experience in the arts, special events, conference planning, student activities or a related field Experience with ticketing management systems; AudienceView experience is strongly preferred. Experience with basic website design and maintenance. Knowledge of ticketing operations, customer engagement, and event support services. Experience working with students in a higher education environment. Preferred Skills and Competencies Strong verbal, written, and interpersonal communication skills. Exceptional customer service orientation. Ability to build relationships across diverse stakeholder groups. Strong organizational and project management skills. Ability to manage multiple priorities in a fast-paced environment. Excellent problem-solving and decision-making abilities. Ability to work independently and collaboratively. Experience maintaining customer records and databases. Professional phone and customer communication skills. Ability to explain complex processes and procedures clearly. Strong attention to detail and commitment to accuracy. Self-motivated with the ability to take initiative and drive projects to completion. Working Conditions Ability to lift, push, or pull materials weighing up to 30 pounds. Ability to stand for extended periods. Ability to navigate stairs and move throughout performance venues and event spaces. Choose Duke. At Duke, your work helps create meaningful experiences that bring people together through arts, culture, entertainment, and community engagement. You'll have opportunities to collaborate across campus, contribute to exceptional events, and support a mission-driven institution known for excellence, innovation, and impact. Whether you're helping a student attend their first performance, supporting a sold-out event, or implementing new operational solutions, your contributions will help shape memorable experiences across the Duke community. Ready to Make a Difference? Apply now and help create extraordinary experiences for audiences while supporting the vibrant arts and cultural life of Duke University. Anticipated Pay Range: Duke University provides an annual base salary range for this position as USD $45,661.00 to USD $73,140.00. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer. Your total compensation goes beyond the dollars on your paycheck. Duke provides comprehensive and competitive medical and dental care programs, generous retirement benefits, and a wide array of family-friendly and cultural programs to eligible team members. Learn more at: Equal Opportunity Employer: Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy- related conditions), sexual orientation, or military status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and reasonable accommodation(s) can be requested with Duke Access and Accommodations Services (email: ; phone: 919-668-1267).